With the continuous development of e-commerce platforms, logistics services have become one of the important factors affecting users’ shopping experience. However, due to various reasons, users may encounter some problems in logistics services, such as package loss, delays, etc. In order to better protect the legitimate rights and interests of merchants and users, WishPost announced the launch of a new online appeal function, which will become the only channel for merchants to appeal EPC order information and A+ freight logistics plan order information, while other Wish appeal channels will be closed. Merchants can appeal for compensation related to freight logistics through this new appeal process, including compensation for net weight of packages, special packages and delayed arrival of packages.
In order to accurately use this new appeal tool, merchants need to log in to their WishPost account and fill out and submit some documents and information in detail and accurately. The appeal process consists of three steps.
First, merchants need to download the appeal template from the EPCDisputeToolkits page. Then, merchants need to fill in the appeal information about compensation in this template. This information needs to be filled in three different sub-forms, including compensation for net weight of packages, special packages and delayed arrival of packages. The merchant needs to fill in the items in each sub-form in detail and accurately. For example, if the merchant needs to appeal for compensation related to the net weight, he only needs to fill in the relevant information in the “Weight” sub-form, including the logistics tracking number, the net weight of the package, the reason for the appeal, etc. .
Merchant can appeal multiple different types of compensation in the same form. For example, a merchant can fill in three appeals related to net weight in the “Weight” subform and one appeal related to special packages in the “Sensitive” subform without filling out the “CombineOrder” subform.
Finally, the merchant needs to rename the completed form and submit it to the WishPost appeal backend management. After submission, the system will analyze the appeal content and provide feedback on the submission results. The WishPost customer service team will begin review and approval within five working days after the appeal is submitted. If the appeal is successful, the relevant compensation will be canceled within 10 working days from the effective date of submission of the appeal. If the appeal is unsuccessful, the merchant will receive a notification of appeal rejection within the same period of time.
In short, WishPost’s new online appeal function closes other appeal channels and provides merchants with a more convenient and efficient appeal channel. Merchants only need to log in to their WishPost account, fill in and submit relevant documents and information, and then they can appeal for compensation related to freight logistics. After other Wish complaint channels will be closed, this new complaint tool will provide merchants with a more efficient and convenient way to resolve complaint issues, allowing merchants to better manage their order information and freight logistics plans.